Silly Billy is gifted: he can calm nerves, reduce stress and refresh your spirit. And that's exactly what this certified therapy dog did for the CAT team in the aftermath of Hurricane Irene in 2011. The seven‒year‒old cocker spaniel worked behind the scenes at the Lester Claims Center.
Silly Billy's guardian, Mary Ellen Dunn, a training specialist for AAA University in Mt. Laurel, N.J., said, "Billy came with me to Philadelphia the day before the hurricane struck. I was deployed to help the CAT team assemble materials to meet the expected claim demand. Billy kept everyone's attention away from the swirling storm by calmly moving from person to person and offering his unconditional love.
"At the CAT center, he visited with claims adjusters, offering them a soothing diversion from the stress of phones that were ringing constantly, the incredible volume of claims and the stressed‒out AAA customers calling for help."
Billy's gift is sensing what people need—whether it's a cuddle, a kiss or a furry head to pet. "People are drawn to Billy," said Dunn. "The claims folks would pet and talk to him after taking calls. Billy also worked in the CAT prep room, where the newly arriving CAT adjusters came to check in, have their laptops configured and get trained. With the tensions in the room, the diversion of having a friendly dog was a real break to the adjusters; many of them had driven through the storm to get there."
Dunn and Billy spent three days at the office, leaving only after the urgency had abated. It wasn't until she got home that she found out just how much people relied on Billy.
"Jim Nichols, an IT guy from Mount Laurel, was dealing with computer and connectivity nightmares," said Dunn. "One day he came running into the CAT room hollering, 'where's the dog? I need the dog!' Unfortunately, Billy had left, so Jim had to settle for the encouragement and support of his colleagues."
That's exactly what happened, said Nichols, adding, "The dog seemed to have magical powers. He could sense stress and, in turn, impart good feelings and calmness to the people around him. I wish Mary Ellen's dog had not left that day."
Nichols isn't the only one singing Billy's praises. Roberta Roberts‒Chavous, Mount Laurel home owner supervisor said, "Billy's presence made a tense and stressful situation calmer. He's a big hug on four legs."
– AAA Employee Newsletter